Role: Infra Program Manager
Location – Cleveland, OH (Onsite)
FTE
Job Description
• IT program management and managed-service delivery leadership
• IT service management and ITIL-aligned operational governance
• SLA, KPI, CSAT, quality, and service-performance management
• Incident, escalation, problem, change, and risk governance
• Workforce planning, staffing, coverage, and distributed-team leadership
• SOW, contract, change-control, and commercial coordination
• Executive stakeholder and customer relationship management
• Data-driven analysis, reporting, and decision-making
• Root-cause analysis and corrective-action governance
• Negotiation, conflict resolution, influencing, and consensus building
• Cross-functional dependency and vendor coordination
• Continuous improvement, automation, and transformation leadership
• Strong written, verbal, presentation, and executive-communication skills
• Act as the single point of managerial accountability for delivery outcomes within assigned scope.
• Exercise sound judgment on priorities, resources, risks, escalation, and customer commitments.
• Delegate execution to qualified delivery and technical leads while retaining ownership of results.
• Create clear accountability through named owners, target dates, measurable outcomes, and disciplined follow-through.
• Maintain a customer-first mindset while balancing contractual obligations, team sustainability, commercial impact, and operational risk.
• Communicate effectively with technical, operational, commercial, and executive audiences.
• Anticipate risks and dependencies rather than relying solely on reactive escalation.
• Promote a culture of quality, transparency, learning, ownership, and continuous improvement.
• Customer-focused mindset with the ability to bridge business needs, data requirements, and engineering execution.
• Ability to work with cross-functional teams across engineering, architecture, operations, security, product, and business stakeholder groups.